The role of a customer service practitioner is to deliver high quality products and services to their organisation’s clients, be it in the workplace, digitally (including over email or social media) or by going out to see the customer.
Your role will include dealing with orders, payments, offering advice, guidance and support, fixing problems and gaining insight through measuring customer satisfaction. You can work in any sector or organisation type.
As a customer service practitioner you may be the first point of contact for the client. Your actions will influence their experience and satisfaction with your organisation, so you will have to demonstrate excellent customer service skills and have in-depth product/service knowledge. Your services must also be provided in line with the organisation’s standards and strategy, and within appropriate regulatory requirements.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.

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What will I learn?

You will study a wide range of modules, including units based around the following areas:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge
  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge
  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time”


You’ll be assessed by:

  • A portfolio of evidence
  • A practical observation
  • A professional discussion

N.B. 20% of the training must be off the job training – details of the elements included in the 20% off the job training are available on request.

Entry requirements

A minimum of maths and English GCSE grade 3/D or equivalent or the ability to achieve a Level 1 functional skill.

You must achieve Level 1 English and maths prior to taking the final assessment.

  • Learners with an EHCP will be reviewed on an individual basis

Career and progression

Once you’ve completed this apprenticeship, you can go on to further training, including:

  • Level 3 Customer Service
  • Level 2 Team Leading and Supervisor
  • Level 3 CMI Management

The qualification could lead to further career opportunities in:

  • Customer Relations
  • Customer Service Manager
  • Co-ordinator
  • Customer Service Team Leader

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